The player from Brazil faced a delay in receiving his winnings due to the casino's lengthy payout process and inadequate account checks prior to his first withdrawal. He expressed frustration over how the casino often reversed withdrawals, jeopardizing his winnings. The issue was resolved after the player waited for the necessary 14 days and confirmed receipt of his winnings, allowing the complaint to be marked as resolved.
Spinrollz Casino - Player’s winnings are delayed.
Resolved
Our verdict
Case closed
Amount: 1,200 R$
Spinrollz Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
Hello, I'm filing a complaint because this casino is the typical one that takes a long time to pay out winnings and doesn't check the account before making the first withdrawal, so the 2 steps take a long time, just to reverse the withdrawal and lose the prize won. But this time I'll wait as long as it takes and I'm counting on Casinoguru's help.
Automatic translation:
Public
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9 months ago
Dear ericleo,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
Public
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9 months ago
Translation
Yes, I'll wait the 14 days Kristina, thank you very much!
Automatic translation:
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9 months ago
Translation
Hi Kristina I have received more winnings, can you mark my complaint as resolved please thank you!
Automatic translation:
Public
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9 months ago
Dear ericleo,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
